Customer Happiness Specialist

At Epignosis our mission is simple yet bold: To make learning technologies accessible to every business, regardless of geography, sector, or company size. And we've been doing just that for more than a decade, empowering millions of people to grow, learn, and thrive through technology that's both powerful and affordable. 

We're rapidly becoming one of Greece's largest SaaS companies, serving 12,000+ companies and 11+ million learners worldwide with solutions like TalentLMS (an award-winning cloud LMS built for simplicity), eFront (an enterprise LMS), TalentCards (a mobile app for deskless training), and TalentHR (a lightweight HRIS for people operations). 

Our success is built on a team that believes that work should matter — not only to you, but to the world around you. We're looking for people who light up when solving hard problems, who care deeply about their craft, and who want to build something that genuinely helps people grow.

We're searching for a Customer Happiness Specialist to join our Support team. In this role, you'll essentially be responsible for our customers' happiness. (No pressure) You'll be there to help them use our products without frustration and to answer any other questions they may have. You'll report to your Customer Happiness Team Lead and work together to empower our customers so that they have no reason to ever leave us.

• Emailing, chat and phone support galore. We get lots of emails, chats and calls every single day. So, you'll spend the best part of your day replying to those inquiries. You'll be working fast but accurately.
• Mayor of Asana. Wake up and prioritize. That'll be your mantra. You'll plan out your daily tasks to stay organized as well as direct tasks to the appropriate people. Asana will become your best friend.
• Happiness-coordinator. It takes a village to make one customer happy. This means you'll coordinate with other departments to get the information you need. And, you'll energetically follow-up on any unresolved issues that have reached "Escalated" status.
• How to-ing. You'll spend part of your work time writing new how-to articles for our knowledge base as well as updating existing ones. This empowers our customers to use our products on their own and gives us the time to respond to more complex tickets quicker. You dig this.
• Product pro. To offer the kind of support we're known for, you'll have to know our platforms inside out. If you start dreaming about dashboards, branches, course certifications and mass actions, don't worry. It means you're almost there.

Requirements

• Fluent in English. You' re native or near native in English, crystal clear at explaining technical problems and you don't make mistakes that interfere with our customers' understanding.
• Done this before. You've got 2+ years of relevant experience in customer support. Bonus points if it's experience with a software company. You know what it's like to handle customer expectations, solve problems and build positive relationships with a diverse group of people.
• Others think "Problem", you think "Solution". You're a natural born problem-solver. (And can show us examples of that.) You can spot issues from a mile away, come up with possible solutions, evaluate those solutions and communicate them --all while remaining cool, calm and collected.
• Team Customer. You're emotionally intelligent with a passion for delighting customers. Sure, you're friendly, kind and empathetic and you've got all the skills to be good with customers. But you've developed this talent because deep down it thrills you to fix problems for real people. You often go above and beyond to make a customer happy.
• Not a nine to fiver. Cover the following shifts every other week: 08:00-16:30 EET (2 days per week onsite) and 16:30-01:00 EET (remote).

Benefits

We've built a workplace where people can do the best work of their careers. Here's how we support that:

• Competitive salary and bonuses. Strong base pay plus performance rewards at personal, team, and company levels.
• Stock options for everyone. Build software that empowers millions of learners worldwide, and own a piece of what you're creating. All team members can become shareholders, and these options have already changed lives.
• Your health is covered in more ways than one. Private health coverage for every team member, access to a nutritionist, and our in-house blood bank — all part of our health and wellness support.
• Comprehensive family support. We're proud of our progressive family policy, one of the most generous in Greece.
• Daily meals and food allowance. Breakfast and catered lunch at our offices, plus a monthly meal allowance you control.
• Commute covered. OASA transport card or parking space near the office, whichever works for your commute.
• Hybrid work. Work from home and from our modern office in the heart of Athens.
• Employee Advisory Board. You have real input into company strategy through structured advisory sessions. Not common, but we think it should be.
• Learning budget for your growth. Coaching sessions, conferences, university degrees, creative pursuits — we fund it. Continuous learning is our mission and that includes you.
• Part of the Starttech Ventures ecosystem. Access to learning and collaboration across a portfolio of SaaS companies, with resources that support long-term growth.

Ready to grow your career while helping millions of people learn? Join us.